Quality & Complaints Team Lead, Customer Experience

Dubizzle; Dubai; On-site; AED 180,000 - 240,000; Full time

Benefits offered by this job

Health Insurance

Annual Air Ticket

Employee discounts

Rewards & Recognitions

Learning & Development

Tax-free Salary

Job summary

Bayut & dubizzle is seeking a Team Leader for Quality & Complaints to drive day-to-day QA and complaints handling. You will audit interactions, mentor quality specialists, and use data-driven insights to close gaps while aligning with SOPs and customer experience standards.

You will own end-to-end resolution of escalated cases, coordinate with cross-functional teams, and deliver ongoing process improvements to ensure service excellence and high satisfaction levels.

Qualifications

• Bachelor's degree in a relevant field.
• 3-4 years in quality assurance, customer service, or complaints handling, UAE preferred.
• 1-2 years of team leadership experience in QA or complaints.
• Strong knowledge of QA frameworks and CX principles.

Responsibilities

• Own end-to-end handling of escalated complaints, ensuring quick, effective resolution within SLAs.
• Act as primary escalation point for complex complaints, coordinating with other departments as needed.
• Conduct root cause analysis on recurring complaints to identify underlying issues and prevent recurrence.
• Ensure all complaints are logged, categorized and tracked in the system until resolution.
• Monitor complaint volumes, resolution times, and recurring themes, reporting to Head of Call Center.

Skills

Quality assurance

Customer service

Team leadership

Data analysis

Complaint handling

SOP adherence

Communication

Problem solving

Education

Bachelor's degree

Tools

Microsoft Office

Quality monitoring software

Job description

Bayut & dubizzle is seeking a Team Leader for Quality & Complaints to drive day-to-day QA and complaints handling. You will audit interactions, mentor quality specialists, and use data-driven insights to close gaps while aligning with SOPs and customer experience standards.

You will own end-to-end resolution of escalated cases, coordinate with cross-functional teams, and deliver ongoing process improvements to ensure service excellence and high satisfaction levels.